"Disappointed.
We chose the Westin over several less expensive alternatives because of the consistently positive experiences we have enjoyed with your brand in the past. Unfortunately, this stay fell well below the standards we have come to expect and has left us questioning whether we will return in the future.
Upon arrival, my wife was greeted by a check-in agent whose manner was noticeably unfriendly and dismissive. The agent barely looked up from her screen, interrupted my wife while she was speaking, and was unable to clearly explain an additional charge that appeared on the reservation. This charge had not been encountered during previous stays, and the lack of a satisfactory explanation only added to the frustration.
The room was clean upon check-in, and housekeeping service after the first night was generally acceptable, aside from mismatched pillowcases. However, following the second night, it appeared that housekeeping standards had deteriorated significantly. The bedding did not appear to have been changed, the bathroom counter had not been wiped down, and the desk surface was also left uncleaned.
When my wife raised these concerns with reception, she was informed that the hotel had experienced a “high volume of guests” that day. While we understand that operational pressures can arise, this explanation does not excuse a failure to provide the basic level of cl"
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